Network Engineer - Onsite

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Job Description:

Position Overview:

• Increased workload during reorganization. This position is designated as an on-site role and requires regular physical presence at university facilities. Remote work is not available for this position.

• Ability to participate in an on-call rotation and perform occasional after-hours maintenance and incident response activities. On-campus response may be required.

Scope of the Project

Daily telephony engineer operations.

Daily Duties / Responsibilities Job Duty #1

• Provide operational and advanced telephony administration.

• Respond to move, add, change, and disconnect requests for voice, voicemail, conference services, safety devices, telephone IVR, vectoring and call center requests, and unified communication services.

• Responsible for maintaining accurate 911 location information.

• Provide exceptional customer service and professional interaction to build and maintain operational credibility.

• Create detailed technical notes and documentation.

• Create knowledge base articles for internal and customer consumption.

• Use Division of Information Technology systems for tracking work performed and labor hours.

Job Duty #2

• Provide advanced technical support for projects and serve as lead for tasks required to maintain telephony network systems.

• Research, design, maintain, and implement improvements to enterprise telephony network.

• Includes advanced system and hardware configuration and installation of related equipment including media gateways, telephones, and safety devices.

• Develops and documents standards, processes, and configurations.

• Perform quality assurance testing.

• Works with vendors to provision new circuits and outage resolution.

• Analyze and evaluate vector routing, ARS routing tables and route patterns to ensure efficient operation.

• Diagnose and resolve related issues.

• Perform surveys of existing telephone systems and provide recommendations for the use of specific technologies to solve discrete problems.

• Provide technical input and recommendations for strategic direction of enterprise telephony services.

• Serve as primary point of escalation for technical work.

Job Duty #3

• Provide operational and engineer-level support for enterprise telephony network and unified communications.

• Respond to customer incident tickets and provide resolution.

• Coordinate multi-team efforts to resolve outages quickly.

• Perform advanced maintenance and repair to telephony and unified communications systems to ensure optimal performance and long-term efficiencies.

• Seek opportunities for automation to streamline operational processes, and work with Division of Information Technology Automation team to implement.

• Work collaboratively with team members, other groups, and vendors to increase service quality.

• Provide proactive support to improve the efficiency and resiliency of service and to decrease outage time.

Job Duty #4

• Monitor telephony and network systems to increase proactive problem resolution and ensure maximum uptime.

• Provide detailed documentation of existing systems and maintain documentation accuracy as enhancements are made, to include system diagrams.

• Adhere to all Division of Information Technology Incident Management and Change Management processes.

Required Skills (Rank in Order of Importance)

• 2+ years of experience with Avaya on premise PBX systems

• 2+ years of experience administering VoIP and unified communications platforms.

• 2+ years of experience with SIP, RTP, QoS, dial plans, call routing, and voice gateway technologies.

• 2+ years of experience troubleshooting voice quality, call routing, carrier connectivity, and E911 services.

• 2+ years of experience with telecommunications infrastructure, including voice circuits, session border controllers (SBCs), and PSTN integration.

Preferred Skills (Rank in Order of Importance)

• Experience designing, implementing, and supporting enterprise cloud-based telephony solutions, including migration from on-premises telephony platforms to cloud-based services.

Additional Skills/Requirements

• Moderately complex to complex knowledge of telephone network services. Moderately complex to complex knowledge of methods of telephone network design.

• Ability to present technical and non-technical reports in a clear and concise manner.

• Ability to establish effective working relationships with vendors, management staff, and users.

• Advanced knowledge of systems administration techniques and tools.

• Strong interpersonal and communication skills and ability to manage multiple, shifting priorities.